Remote Head of Financial Institution Customer Experience

Brink's; Salem (OR); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink's is seeking the Head of Financial Institution, Customer Experience to provide enterprise-level leadership for customer operations serving large financial institutions. This role guides management layers and associates, shaping customer experience strategy and end-to-end service delivery across regions.

Leaders will drive data-driven improvements, partner with product and operations, and develop future-ready teams while maintaining a high-performance culture and executive-level reporting

Qualifications

• Minimum: Bachelor’s degree or higher.
• 15+ years of professional experience.
• 7+ years in CX/service within logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Preferred: Master’s degree.
• 7+ years in armored logistics.
• Experience managing multi-tiered customer care operations in financial/banking/logistics.
• Knowledge of lean/process improvement methodologies.
• Strong consultative, analytical, and problem-solving skills.

Responsibilities

• Provide strategic oversight for multi-level management in Customer Care for large financial institutions.
• Lead program and account management for major customers.
• Ensure successful implementation of new service changes with project teams.
• Act as final escalation point for customer service issues across regions.
• Drive root cause analysis and resolution with CI and Product teams.
• Champion customer journey mapping and continuous improvement.
• Collaborate to optimize back-office and service delivery processes.
• Lead internal/external business reviews and report on performance.
• Develop leadership team and foster accountability.
• Own customer communications and executive-level reporting.

Skills

Strategic leadership

Customer experience

Project management

Cross-functional collaboration

Data-driven decision making

People leadership

Operational excellence

Communication skills

Influential leadership

Education

Bachelor’s degree or higher

15+ years professional experience

7+ years CX/ service experience

Job description

Brink's is seeking the Head of Financial Institution, Customer Experience to provide enterprise-level leadership for customer operations serving large financial institutions. This role guides management layers and associates, shaping customer experience strategy and end-to-end service delivery across regions.

Leaders will drive data-driven improvements, partner with product and operations, and develop future-ready teams while maintaining a high-performance culture and executive-level reporting